Senior Workforce Analytics Analyst
| Company | Geico |
|---|---|
| Location | Lakeland, FL, USA, Fredericksburg, VA, USA, Virginia Beach, VA, USA, Macon, GA, USA, Richardson, TX, USA, Tucson, AZ, USA |
| Salary | $73800 – $141450 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field
- Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles
- Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools
- Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms
- Familiarity with predictive modeling, data mining, and statistical analysis
- Strong critical thinking, problem-solving, and decision-making abilities
- Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences
- A proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment
Responsibilities
- Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights that drive future proof operational improvements
- Conduct root cause analysis on workforce performance issues, such as service level failures and staffing challenges
- Collaborate with teams developing predictive models to enhance forecasting accuracy and optimize staffing plans
- Create and maintain detailed reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools to present complex data in a clear and actionable format
- Ensure the accuracy and consistency of workforce metrics across all reporting processes
- Translate actionable analytical findings into recommendations for stakeholders, tailoring communication for both technical and non-technical audiences
- Collaborate with WFM leaders to develop data-driven staffing models, ensuring alignment with business goals and operational needs
- Provide analytical insights to support short-term and long-term workforce planning, scheduling, and intraday management
- Identify opportunities to proactively improve capacity planning, staffing efficiency, and cost management
- Define, track, and analyze key performance indicators (KPIs) for workforce efficiency, service levels, and operational effectiveness
- Identify and recommend process improvements to streamline WFM operations and enhance productivity
- Benchmark performance against industry standards to inform workforce strategies
- Leverage advanced workforce management tools and data (e.g., NICE, Alvaria, or similar platforms) to enhance forecasting, scheduling, and reporting
- Utilize data analytics software and HR platforms to increase the accuracy and usability of workforce data
- Support the integration of new tools, processes, and technologies to improve operational scalability and data-driven decision-making
Preferred Qualifications
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No preferred qualifications provided.